Callcentric only allows pinging to a specific address within our network. To check the latency from yourself to Callcentric you may ping the following address:

ping.callcentric.com

In Microsoft Windows you can ping by following these steps:

Click the START menu

Select "Run..." to get to the command prompt or use the search field at the bottom of the menu

Within the run window enter "cmd", or "command", without quotes, and click the OK button

A new window will open.

In an Apple/Mac environment you will need to launch a terminal and then run the ping command. The terminal application is usually located in Applications->Utilities->Terminal.app.

You will want to make sure that you do not send too many pings, a limit of 10 is usually sufficient. Note that on a successful ping command Windows systems usually stop at 4 pings while Linux, Apple/Mac and Unix systems will generally keep going until stopped (Ctrl+C).

At the prompt type, or paste, "ping ping.callcentric.com", without quotes, and hit the ENTER key

*NOTE: The address is ping.callcentric.com and not simply callcentric.com. If you use callcentric.com then you will not receive any results. Please make sure you are using ping.callcentric.com

Your user agent (soft or hard phone) does not have either the G.711 mu-law or G.729 codec's enabled. Your user agent must support and have the G.711 mu-law and/or G.729 codec's enabled to receive calls on your real phone number.

When you hear a voice message saying that you do not have enough funds to complete the call you are trying to make it means that your balance is either zero, or that your balance is too low to place a call to the destination you are calling.

To fix this simply add additional funds to your account. We recommend that if you frequently hear this message that you enable Autorecharge on your account so that you will always have a balance available for calling.

You can always try placing a call to test the quality, but you may want to try the site below which will simulate a VoIP call and give you statistics about latency, jitter and packet loss: http://myvoipspeed.visualware.com/

Calls are not routed solely based on caller ID; however the caller ID is taken in to account for some routing and billing purposes. Because of this, on an incoming call from outside the Callcentric network, if you pass a caller ID of a Callcentric DID/number the call will not be processed properly and will fail. We do this to prevent callerID spoofing.

You will generally hear the call ring endlessly or simply fail to fast busy signal. We will not accept these calls and they will not show up in your calling reports. In order to avoid this please do not use a Callcentric DID as the calleriD of an incoming call into the Callcentric network.

If you have another Callcentric number, call it and you will see the caller ID being sent

Call to a traditional PSTN number that has caller ID service. Please note that while this should always work within the USA and Canada, calls to international numbers may or may not show accurate caller ID depending on the carrier the call uses to get to its final destination

Try calling 1-800-444-4444 which will repeat back to you your Caller ID. Please note calling charges will apply

1. The password you entered into your user agent is incorrect. Make sure that you are typing your password exactly as you entered it when signing up for a Callcentric account. If you do not remember your password then you may easily change it.

2. If you have setup your user agent with Static IP's please be sure that you have entered Domain Name System (DNS) server addresses provided by your ISP or your user agent will not be able to register.

3. Make sure your Internet connection is working, and that your user agent is able to "see" the Internet.

Asterisk offers the ability to configure very complex dial plans. Please double check your dial plan and make sure it is correct. You may provide your dial plan in a trouble ticket and we will check to make sure that it is correct.

Poor call quality is usually caused by a poor quality internet connection, improper codec configuration, packet loss on your internet connection, or a combination of all of these scenarios.

If you continue to experience poor call quality, even while calling our 17771234567 test number, there are a few things you can check to make sure that the problem you are experiencing isn't related to your configuration or connection.

You can first make sure that you are using G.729 as your primary/default codec or that your codecs are setup according to our recommended order of codecs.

You can also check to make sure that you are not experiencing packet loss on your internet connection.

And finally if you have quality problems with your internet connection then you will certainly experience poor calling quality.

If none of the above tests can reveal or solve the cause of your poor call quality experience then you may contact us for further assistance.

If you, or other users calling you, receive an error message stating that "...the user you are calling is not available..." you will want to check a few things to make sure that you are actually able to receive incoming calls.

*Note that if you receive the message above this means that your incoming calls are being delivered to your account and that they are failing because of a mis-configuration or other, normally, user related error.

Since this message can be caused by different scenarios we will point out the most frequent ones:

1 - If you are doing call forwarding to a PSTN number please make sure that you have a positive balance in your account to forward your calls.
2 - If you are not doing forwarding to a PSTN number but instead are receiving your calls directly on your UA please first make sure that it is registered to Callcentric's servers. We cannot deliver incoming calls if your UA is not registered to our servers.
3 - If your UA is registered please make sure that your have configured it properly and that you do not have "Do not disturb" enabled either on your account or in your UA. If you are using Asterisk please make sure that you have configured your inbound routes, trixbox/freePBX or Asterisk, properly. This also applies to other IP PBXs, such as pbxnsip, which support advanced inbound call routing.
4 - If you are sure that you have configured all of the above and still do not know why your inbound calls fail please check your account settings to make sure that you do not have "Anonymous call rejection" turned on, that is if you really do not want to receive anonymous calls, or that you do not have "Do Not Disturb" turned on. These can both be activated through star (*) codes so you may have accidentally activated them.

If you are still unable to receive incoming calls after verifying the above then you may contact us for further assistance.

When placing or receiving calls you, or the caller, may sometimes receive an error message, along with an error code, which will inform you of a problem. Depending on the error message you may easily be able to resolve the issue. Otherwise you may need to contact support for further assistance.

You may view the list below which shows the most frequently encountered error messages at Callcentric:

Code: 1001Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand one.Solution: Enable Call Waiting in your preferences. You may also add voicemail to your account to have other callers go to voicemail while you are on the line.

Code: 1002Message: The person you are calling is currently unavailable. Please try your call again later. Message one-thousand two.Solution: Turn off Do Not Disturb in your preferences. You may also want to check your call treatments to make sure you are not forwarding incoming calls to an error message. You may also add voicemail to your account to avoid this message and have incoming calls go to voicemail instead.

Code: 1004Message: The person you are trying to reach is currently unavailable. Please try your call again later. Message one-thousand four.Solution: Incoming calls may not be connecting properly to your UA (user agent) . If you believe your UA is the problem please open a trouble ticket. You may also add voicemail to your account at anytime to have all incoming calls go to voicemail.

Code: 1005Message: The number you have dialed is invalid or cannot be called using the IP Freedom Rate Plan. Message one-thousand five.Solution: Please add an outgoing service to your account if you wished to place calls to PSTN (Mobile/Landline numbers)

Code: 1007Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand seven.Solution: Check your balance to make sure that you have enough funds for the location you are forwarding to, or for your per minute services if you are using a Pay Per Minute or Toll free number.

If you encounter any other errors which are not clear then you may contact us for further assistance.

At this time we have identified that GoogleVoice has trouble forwarding and placing calls to random Callcentric numbers. The symptoms include:

Lost calls

Dropped calls

Incorrect callerID

Anonymous callerID

We would like to make it clear that there is no difference in quality nor functionality between free numbers and paid numbers offered by Callcentric. Customers experiencing these GoogleVoice issues will note that they can reliably receive incoming calls directly on their Callcentric numbers when GoogleVoice is not involved.

Based on our industry experience and extensive testing/troubleshooting; we believe this issue may be due to the outgoing carrier being used by GoogleVoice potentially using poorer quality routes. We are currently working with GoogleVoice on this issue to try to attain additional information and also to see what changes can be made on their end (GoogleVoice) to resolve the problem satisfactorily.

Unfortunately, as it has been determined that the above mentioned concerns are related to the way that a third-party provider (GoogleVoice) provides service and delivers calls; we will not investigate your specific issue if it relates to any of the symptoms above.

With that said, we are committed to providing the best service experience possible for our customers and with this in mind we will continue working with GoogleVoice regarding these concerns. Further updates and information will be provided as soon as they are available. In the interim, you may contact Google to inform them of this issue and show that it affects a wider range of their subscribers